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Information technology (IT) professionals today are expected to support a growing number of users, many working remotely, who are using increasingly complex hardware and software systems. At the same time, IT budgets are being curtailed. Support organizations need a way of effectively handling the increased workload.
Remote control software, which allows a help desk technician to assume control of a user's PC or an unattended server over a network, has proven to be a cost-effective way of providing remote support. With remote control software, call time is reduced and first-call resolution is improved, allowing the help desk to handle more calls with the same number of, or even fewer, help desk technicians. Upgrades, conversions, and installations can be handled uniformly throughout the organization. And timely, accurate problem resolution results in greater customer satisfaction with the support process.
While the benefits are significant, some organizations have expressed concern that remote control software could expose data on individual PCs or the corporate network to unauthorized use. Addressing security requirements in the areas of authentication, authorization and access control, perimeter and data transfer security, and administration could allay these concerns. This paper examines how remote control products provide a cost-effective help desk tool and defines necessary security requirements for these products. The paper then outlines the features of Symantec pcAnywhere? 12.0, Symantec's remote control solution.
Symantec pcAnywhere 12.0 is the world's leading remote control solution with powerful file transfer and remote management capabilities that allow IT staff to remotely manage Windows as well as Linux and Mac systems. Both platforms can also be managed from a Java?-enabled Web browser. pcAnywhere Mobile also enables access to a pcAnywhere host from a Microsoft Pocket PC over any TCP/IP connection, wired or wireless. The bandwidth auto-detect feature automatically helps to optimize the performance of pcAnywhere over all types of connections. Microsoft Windows Preinstallation Environment is also supported.
Security concerns limit acceptance of remote control software
IT professionals today are faced with the challenge of supporting more users, while reducing support costs. The increasing complexity of PC software, hardware, and networks, as well as the growing number of users accessing the network from remote locations, complicates these requirements. Value-Added Resellers (VARs) also need a way of delivering support services to their customers, while reducing travel expenses.
As a solution to these needs, remote control software has evolved from a remote access product into a cost-effective support tool that simplifies troubleshooting and problem resolution. Examining this solution, this section addresses the following:
- Remote control software as a help desk tool
- The financial benefits of remote control software
- Security concerns with remote control software
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